VCC Dashboard Help

What is VCC Dashboard?

VCC Dashboard is an easy-to-use application that enables you to view the state of your ACD queues and manage your agents and skills, permitting you to make instantaneous and informed decisions about the operation of your contact center. You can select agents and monitor their call activity, coach them, and barge-in on active calls.

About This Help

The following topics explain the different features of VCC Dashboard:

About VCC Dashboard

Find information about using VCC Dashboard:

• What you can do with VCC Dashboard
• How you can navigate the user interface
• Learn about supervisor and administrator roles

Supervisors

Find information for supervisors:

• Using the Dashboard View
• Using the Users View
• Handling calls
• Monitoring calls

Administrators

Find information for administrators:

• Settings View
• Managing teams, skills, and service levels
• Configuring email and chat

Frequently Asked Questions

How do I create agents?

• How do I add users?
• How do I assign user roles?
• How do I assign or remove skills?

Passwords

• How do I reset passwords?

How do I configure email or chat?

Read the topic Are there any add-on options? for information on how to configure email. You can also expand the following section to read common troubleshooting questions.

[+] Common troubleshooting questions

Problem: Emails are incorrectly being routed to an agent or popped via Agent Desktop

• Check if the skill is enabled for the email account in the Settings > Email Accounts view.

  How do I add email accounts?

• Check if the skill used by the email account is assigned to the agent.

  How do I assign or remove skills?

Problem: How do I change the IP address of our mail servers?

Documentation: Email Accounts

The Genesys system connects to a mailbox in your environment via a POP server. Consider the following before you update the IP address:

• Genesys recommends that you do not migrate emails from the current email domain to the new email domain. Since all existing emails have already triggered an automatic reply, the recipient will receive a second automatic reply if Genesys receives the same emails from the new IP address.
• All existing emails needs to be marked as completed. These emails are not moved to the new domain and therefore cannot be accessed after the migration..
• As a best practice, an administrator should create new email accounts to test the new configuration. The new email server should have an empty mailbox and no stored emails. Once testing is successful, the administrator can switch email traffic to this new server (for new incoming emails only). The administrator can delete the old accounts once the new email server is validated.

How do I learn more about Premier Edition: Virtual Contact Center (VCC)?

The VCC Solution Guide contains information about the VCC solution as a whole, including introductory topics on the components that make up VCC.

Premier/Self Service eLearning Course Links

Agent

• Premier Edition – Introduction

• Premier Edition – Voice Channel

• Premier Edition – Chat Channel

• Premier Edition – Email Channel

• SFDC CTI Adapter

• SFDC Gplus Adapter

• CTI Adapter for Zendesk

Administrator/Supervisor

• Premier Edition – Administrator Training

• Premier Edition – Supervisor Training

• Premier Edition – User Management (Administrator) Training

• SFDC CTI Adapter - Administration

• SFDC Gplus Adapter - Administration

• CTI Adapter for Zendesk – Administration

IVR Self-Service

• CX Analytics – Basics

• CX Analytics – Agent & Queue Statistics

• CX Analytics – Custom Reports (Dashboard & Visual Insight)

• CX Builder Basics – Create a Call Transfer Page

• CX Builder Basics – Create a Message Page

• CX Builder Basics – Create a Question Page

• CX Builder Basics – Create a Schedule Page

• CX Builder Basics – Create an SMS Page

• CX Builder Basics – Create a Voicemail Page

• CX Builder Advanced - Create an ACD Page

• CX Builder Advanced – Create a Data Page

• CX Builder Advanced – Create a Logic Page

• CX Builder Advanced – Create a Transaction Page

VCC Documentation Resources and Contacting Genesys Customer Care

Do you need more information about the VCC solution? The following documentation might be able to help you:

• The VCC Release Note: gives you all the information about new features, modifications, or any known UI behaviors/limitations.

• The VCC Solution Guide: gives you an overview of Virtual Contact Center (VCC) and are intended for use by administrators, supervisors, and agents. These topics also describe the product functionality and the user interfaces (UI), such as user accounts, routing, outbound campaigns, call recording, data recording, and historical reporting.

• The VCC Agent Desktop Help: gives you the information that you need to use the VCC Agent Desktop application.

• The CX Analytics Help: gives you the information that you need to use the CX Analytics' VCC historical reports.

• The CX Builder Help: gives you information on how to use CX Builder.

• The Gplus Adapter for Salesforce Help: gives you the information that you need to use the Gplus Adapter for Salesforce application.

• The VCC CTI Adapter for Salesforce Help: gives you the information that you need to use the VCC CTI Adapter for Salesforce application.

• The VCC CTI Adapter for Zendesk Help: gives you the information that you need to use the VCC CTI Adapter for Zendesk application.

• The VCC CTI Adapter for NetSuite Help: gives you the information that you need to use the VCC CTI Adapter for NetSuite application.

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website.

Contacting Genesys Customer Care for the Cloud

Need additional assistance with using your Genesys Cloud solution? We’re happy to help. Just contact us using one of the phone numbers listed on the following page: Cloud Contact Phone Numbers.